FAQs

Got a COVID question? Our FAQ's may be able to answer it.
The comfort and safety of our shoppers, retailers, and staff remains the utmost priority as we welcome our community back.  We are excited for our retailers to open and while we look forward to seeing you in centre again soon, some of the requirements of entry have changed.  We encourage you to be familiar with the NSW Health and Government orders & guidelines and what is required of you when visiting our centres and retailers depending on your vaccination status.
 
Do I need to be vaccinated to visit a shopping centre?
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From October 18th 2021 due to NSW hitting 80% double-dose vaccination target, eased restrictions will allow those who are fully vaccinated or carry a medical exemption to:
  • Visit all retail, which will reopen with density limits (in line with Government guidelines)
  • Access Gyms, indoor recreation and sporting facilities (excluding indoor swimming pools)
  • Visit hospitality settings with up to 20 people per booking.
  • All retail premises will operate at 1 person per 4sqm indoors and 1 person per 2sqm outdoors.
  • All visitors must ensure they check-in to the centre on arrival and at each individual Retailer, Café, Restaurant or Service via the QR code or Service NSW app.
Is the food court trading?
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Food court operators will open for both dine-in and takeaway. Food courts will be subject to density limits under the 4sqm rule. Only fully vaccinated customers will be able to dine in the food court. It is a requirement for anyone 16-year-old and above to be fully vaccinated when dining in the food court.
 
Social distancing enforcement measures will also be enacted. In food courts, seating may be restricted and enforced. Additional signage will be put in place, and seating and tables cornered off if needed to adhere to social distancing.
 
We continue to take extra precautions to ensure our food courts are clean and hygienic. This includes more frequent cleaning and disinfecting high touch surfaces as well as advising customers to ensure social distancing practices are adhered to.
 
Where available, retailers are encouraged to use tap and pay. We have also placed hand sanitisers in key areas at our centres including our food courts.

 
What if I’m not fully vaccinated?
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You are not fully vaccinated if you have had: 
  • only one dose of a COVID-19 vaccination or 
  • no doses of a COVID-19 vaccination
Visitors aged 16 and over who are not fully vaccinated can continue to access Essential services at the centre can only access Non-Essential Retail via Click & Collect, and purchase food and beverage to be consumed outside the centre.
 
Visitors under the age of 16 who are not fully vaccinated must be with a fully vaccinated member of their household in hospitality venues (unless collecting takeaways), entertainment facilities, major recreation facilities and places of worship.
 
As a legal requirement Retailers must take reasonable steps to ensure an unvaccinated adult is not on the premises of: 
  • Higher risk premises,
  • Business premises that are hairdressers, spas, nail salons, beauty salons, waxing salons, tanning salons, tattoo parlours or massage parlours,
  • Recreation facilities (indoors),
  • Retail premises, but not essential retail premises.
How do I show proof of full covid-19 vaccination?
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As a requirement of entering non-essential retail stores, you must show staff proof of full vaccination status or an approved medical exemption.  Retailers are required to ask for vaccination status or a medical exemption form upon entry into their stores and have the right to refuse entry to unvaccinated customers attempting to enter non-essential retail premises.
 
Only the following three forms of evidence of vaccination (or medical exemption) are accepted: 
  • A COVID-19 digital certificate displayed through the Medicare App, Service NSW App or equivalent smartphone wallet 
  • Printed version of the COVID-19 digital certificate or immunisation history statement 
  • Successful completion of a Service NSW QR check-in that includes vaccination confirmation. 
  • A COVID-19 digital certificate for medical contraindication to the Service NSW app
  • A NSW Health medical contraindication form completed by a registered medical practitioner
  • A medical clearance notice issued by NSW Health
Where can I locate a copy of my vaccination certificate or medical exemption?
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Directions on how to locate and download a copy of your vaccination certificate can be found here

If you are medically exempt from becoming vaccinated, you can add your COVID-19 digital certificate for medical contraindication to the Service NSW app, carry a NSW Health medical contraindication form completed by a registered medical practitioner or a medical clearance notice issued by NSW Health.
I am fully vaccinated, where can I go in-centre?
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You are able to go to both essential and non-essential retailers throughout the shopping centre. There are density limits and you must check in on entry to a retailer and the centre however you are not restricted in any way. 
 
I am not fully vaccinated, where can I go in-centre?
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People who are not fully vaccinated can only access essential retail directly in-centre and non-essential retail via Click & Collect or deliver goods purchased online. 

If you have a medical exemption certificate, you can access both essential and non-essential retail. You will be asked to show your exemption certificate in place of a vaccination certificate on arrival to each store.

Visit our website for details or contact your retailer to find the best Click & Collect location. 

What is essential retail?
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Businesses providing essential products and services are considered essential retail. They can be accessed by unvaccinated and vaccinated people. Essential retailers open at the centre include: 
  • Supermarkets, grocery stores, liquor stores 
  • Food retail i.e butchers, bakeries, fruit and vegetable shops, and delicatessens 
  • Banks and financial institutions 
  • Chemists
  • Pet supplies
  • Office supplies, newsagents, post offices
What is non-essential retail?
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Non-essential retail includes fashion, personal services, restaurants, entertainment and leisure, and general retail. Non critical retail reopens with density limits and can be accessed by fully vaccinated people. Capacity retail limits apply to the following: 
 
  • Personal services (including hairdressers, spas, beauty and nail salons, tanning salons, tattoo and massage parlours) reopen with density limits of 1 person per 4 square metres of space in the premises for a maximum up to 5 clients. 
  • Restaurants and hospitality reopens with density limit for up to 20 people per booking (takeaway only for people who are not fully vaccinated). 
  • Drinking indoors must be seated, but drinking outdoors may be seated or standing. 
  • Entertainment facilities (including cinemas and theatres) reopen with density limit or 75% fixed seated capacity. 
  • Density limits of 1 person per 4sqm for indoor areas and person per 2sqm for outdoor areas apply to some activities listed above. 
  • The occupier of a recreation facility (indoor) in the general area must not allow more than 20 persons to attend a group class or other group activity at the facility. 
What stores or services are allowed to re-open in shopping centres?
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As directed by the NSW Government:
 
  • Non-Essential Retail can re-open with density limits (1 person per 4sqm indoors)
  • Personal services such as hairdressing, barbers, beauty therapy, tanning, massage and tattoo parlours can open under the 4sqm rule, up to a maximum of 5 people
  • Gyms and indoor sport venues can open under the 4sqm rule, and offer classes for up to 20 people
  • Indoor entertainment including cinemas, theatres, music halls, museums and galleries can reopen under the 4sqm rule or 75% fixed seated capacity
  • Restaurants and cafes can open under the 4sqm rule
  • All retailers have a Covid-Safe plan in place, capacity limits in store, and some may require a booking.  

 
We recommend planning your visit before you arrive so you can shop safely and efficiently.

Visit our website for assistance in planning your visit and shopping safely.

Do you need to wear a face mask or face covering?
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Any visitor, shopper or staff over the age of 12 must wear a fitted face covering in all areas of the centre (unless exempted). Masks may be removed to eat or drink.
 
Opening hours
REGULAR TRADING HOURS
Mon - 9am - 6pm
Tue - 9am - 6pm
Wed - 9am - 6pm
Thu - 9am - 9pm
Fri - 9am - 6pm
Sat - 9am - 6pm
Sun - 10am - 5pm
Location
Rouse Hill Town Centre
Cnr Windsor Road and White Hart Drive
Rouse Hill NSW 2155
Phone: 02 9421 2300